Fedex — airway shipment number:[protected] custom clearance

Address:

560099

Dear fedex management india,

Can i have the possible update for this shipment? Please treat this mail as the highest priority. Airway no: [protected] - china to bangalore.

I was waiting for the call from the concerned person but no response ye till now. May i know the reason for it.

@senior officers / management: i would like to bring the delay issues happened till now infornt of you people as the process is not heading to solutions anywhere.

As approached by the fedex team last wednesday 25.09.2019, they asked me to update the iec and gst for verification to [protected]@fedex.com, i have provided the documents on the same day.

Thursday (26.09.2019): no followups from the fedex team to customer regards to the status. friday (27.09.2019): myself called for the status, a representative named glen dias informed there was an error in gst/iec mapping, advised me to update the gst & iec on the gst portal and update the arn number. I have provided the arn (Aa[protected]n) to the customer care executive over the call. saturday & sunday (28.09.2019 - 29.09.2019): no updates from the fedex team. monday (30.09.2019): i have called the customer support, they informed the there is still the same status maintained no communications moved to customs team as far as i believed. tuesday (01.10.2019): myself escalated the case, the executive over the call said they will prioritize the issue and they will assign the concerned person for this consignment and wait for 1 business working day. wednesday (02.10.2019): holiday and no updates. Thursday (03.10.2019): in the morning i got an update as concerned executive named shabareesh nair is assigned for the case he will update the status and call me back for the same.
Result: nothing happened till the end of the day, where i keep tracking the status every 2 hours. Nearly 6:30 pm, i called them last time to the customer care agent, i asked the call to a senior officer, raveena representing fedex as the senior officer told, there is no updates from shabareesh and not able to reach him. Also, she promised me that she will be taking this case in personally and she will track the status with customs and push forward all the necessary actions at the priority level escalations and asked me to wait till 12:00 pm next day and advising me that she will call me to provide the status and not myself to followup anymore, asked the apologies in behalf of fedex as this how fedex won't operate. Also, she clearly stated if there are any demeration charges applicable, fedex will absorb the bills.
Lately, after her call, a mail received from shabareesh nair that, he was waiting for the updates.
Friday (04.10.2019): i was waiting for the call from raveena (Senior officer), but never happened. I called the customer care back again. Ninendra jathan answered the call and he said he will be responsible for the case, he will escalate the case once again the already escalated case. He looped [protected]@fedex.com for the same. Rishabh chhabra comes forward and said the same has been forwarded to the concerned team.
Till evening i have no updates. The evening after i followed up they said agent: john has been appointed for the case and he will provide the results within one business day. Again the call got transferred to the so-called senior officer, he told me i have to wait till one business working day. Also if i won't get any update from the fedex team from monday 1st half (07.10.2019) as overall, i can claim the courier shipping charges with penalty fees for the late issues from fedex.
Saturday (05.10.2019): morning i have followed up, no updates people told. Today evening i followed and the customer care agent told, there is no agent name called john is assigned. And asked me to wait till monday to get an update.

Questions to fedex:

I would like to ask few questions to the whole team.
1. After all multiple follow to the customer care team only you people escalate the case? Also escalating the case, why you're re-escalating the case, again and again, every single day. 2. What is the problem in updating the status of the consignment to the customer directly when the case is in escalation? Like the way shabareesh nair? Or the way raveena promised she will handle the case as promised? 3. Why after i provided the arn number is provided last friday (27.09.2019) the case is not followed until i step back for escalation? Even after escalating there is no proper response. 4. Why bluffing that, one person say bangalore people will check, another person says there is no person assigned in bangalore or such? 5. How long yet another business days of 24 hours i need to wait.? 6. How many representatives going to work for this case as it keeps changing? Who is the final person going to take this case and solve it effectively? 7. When is my case got an effective solution? Is this the way that fedex works @raveena (Senior officer).

Finally my humble request to fedex senior associates / management: please involve the right authoritive persons to the team who can work effectively to solve these issues and get my package clearance from the customs. I have no other options to move this further to fulfill this assignment successfully. I request the whole management to clear this package asap without any delay. (If there is any information needed to this process, to my best level i have given all the necessary documents and best efforts to the fedex).

As mentioned by one of your senior officers from fedex on friday that if i haven't got any updates till coming monday, please initiate the refund of my courier shipping charges along with the late penalty including the clearance of the package. (I have choosed the priority express delivery shipping from fedex from other courier providers for the reasons as it's fast, works neatly with the great standards and maintains a great reputation in the international delivery market). also based on the quality of work fedex does and the reputation it has overall years, we have promised our customers the same, let's us not bring this in vein for my business and for my customers.

Kindly understand my concern and act as fast as possible from now not like the previous officers and agents involved to move this delivery very lethargic and in their own comfort zone.

Again thanks for understanding. @fedexhelp @fedex @fedexindia